Insurance customers demand real-time services, customization

Susan Johnston of Accenture Canada talks about delivering hyper-personalized, on-demand services

Insurance customers demand real-time services, customizationSusan Johnston is managing director of financial services at Accenture Canada. What were the key findings of the recent report Technology Vision for Insurance 2019? Johnston: Our latest Technology Vision for Insurance 2019 report found that insurance companies are now focused on how they can shape the world around people and select the right moments…

How the insurance industry can embrace the digital age

Tom Super of J.D. Power talks about the company's surprising findings about the insurance industry

How the insurance industry can embrace the digital ageTom Super is vice-president of property and casualty insurance intelligence at J.D. Power. Are insurance companies meeting customer expectations for digital self-service tools, customer service channels and omni-channel integration? Super: Insurance companies are fairly strong when it comes to customer service channels. Insurance has always been a very service heavy business and the lessons learned…

Helping the world run better

Dominika Warchol Hann of SAP Canada on the value of diversity, innovation and creating workforce recognition

Helping the world run betterDominika Warchol Hann is principal of value advisory at SAP Canada. What is SAP Canada and what does it do? Warchol Hann: SAP is the global market leader in enterprise application software, helping companies of all sizes and in all industries run at their best. In Canada, SAP serves more than 16,900 businesses in 25…

Reimagining how Indigenous business creates value

Trent Fequet talks about how Steel River Group has evolved and grown in just two short years, despite tough economic conditions

Reimagining how Indigenous business creates valueTrent Fequet is president and CEO of Steel River Group. What’s Steel River Group and what does it do? What’s its history? Fequet: Steel River Group is a privately-held and Indigenous-owned-and-operated company. Born out of the deep belief that we need to reimagine how an Indigenous business can create and contribute value to their community,…

Trans Mountain expansion approval embraced by oil patch

Construction expected to begin this year but analysts warn that it will take years to complete and open new markets

Trans Mountain expansion approval embraced by oil patchThe federal government’s approval on Tuesday of the multibillion-dollar Trans Mountain pipeline expansion project is being called a step in the right direction for Alberta’s economy. The Canadian Association of Petroleum Producers said the approval paves the way for Canada to start competing on the world stage. In a statement, CAPP said the approval “means…

When a caregiver becomes a care receiver

Lesson learned: We need to apply child-friendly practices to adult care because when you are ill or injured, you feel like a child again

When a caregiver becomes a care receiverPaid or unpaid, caregivers are never supposed to get sick, right? But sometimes they do. Sue Robins owns a health-care communications company and is the mother of a young man with Down syndrome. Robins used to blog about caring for her son and his encounters with the health-care system. But that all changed the day she received…

Changing jobs? Check out corporate culture first

Put vision, culture and pay/benefits together, and you have the essential ingredients of a perfect match

Changing jobs? Check out corporate culture firstPeople often take jobs for reasons that are far different from the ones that keep them rooted to the same job. Unfortunately, most job-seekers never think about that. If they did, there would be far less turnover, not to mention angst accompanying job-changing. Why do career-builders choose some jobs over others? They match their skills…

Trade confidence dips to lowest level in seven years

Disruptive international trade policies have clearly shaken the confidence of Canadian exporters: EDC

Trade confidence dips to lowest level in seven yearsThe latest Trade Confidence Index from Export Development Canada (EDC) says trade confidence among Canada's exporters fell to its lowest level since the European debt crisis seven years ago. “Disruptive international trade policies have clearly shaken the confidence of Canadian exporters,” said Peter Hall, chief economist with EDC, in a news release on Thursday. “One-third of…

A demotion doesn’t have to be demoralizing

Often when positions don't work out and workers are moved into lesser positions, they welcome them, even though it means a salary cut

A demotion doesn’t have to be demoralizingOne day out of the blue, your boss calls you into his office and says that you've been "reclassified." You have no idea what it means, but it sounds exciting. One thing is certain: You weren't canned. Maybe it's a new job, more power, and yes, a bigger paycheck. Sorry, it's none of the above.…

Canadians continue to hold high debt compared to disposable income

Household net worth rose 2.7% to $11,114 billion in the first quarter, according to StatsCan

Canadians continue to hold high debt compared to disposable incomeThe Canadian household credit market debt as a proportion of household disposable income remained at 177.6 per cent in the first quarter, as debt and income grew at similar rates. In other words, there was $1.78 in debt for every $1 of household disposable income, according to data released on Thursday by Statistics Canada. The…

How to protect your company against fraud

Former RCMP investigator Greg Draper, now with MNP LLP, talks about who is most likely to commit fraud and what they target

How to protect your company against fraudGreg Draper is a former RCMP investigator and current vice-president of Valuations, Forensics and Litigation Support at MNP LLP. Who poses the greatest threat – and why – for fraud? Draper: The simple answer is: the person we least expect. You’d never hire someone if we thought they’d defraud the organization. Most of us go…

The challenge of talking about caregiving at work

Developing a language that meaningfully resonates with our experiences is an essential step toward creating and leveraging social support

The challenge of talking about caregiving at workTalking about caregiving at work can be difficult and stressful. And that’s important because 35 per cent of all employed Canadians have caring responsibilities at home. Dr. Zachary White is an expert in the barriers that natural caregivers face in explaining their responsibilities at home to others, including employers. White is an associate professor at Queens…

How the mobile phone industry meets – or fails – customer expectations

Adrian Chung of J.D. Power talks about the results of the company’s latest wireless survey and why trust is such a huge component

How the mobile phone industry meets – or fails – customer expectationsAdrian Chung, director of the technology, media and telecom practice at J.D. Power in Canada. What are the key results and findings you can take from a recent wireless experience survey you did? Chung: In this year’s edition of the J.D. Power Wireless Purchase Experience study, we saw a decline in overall satisfaction of six…

Tips to finding a good (business) story to tell

Stories are a compact way to communicate vividly, practically and persuasively

Tips to finding a good (business) story to tellStories are a compact way to communicate vividly, practically and persuasively. You can quickly capture people's attention, illustrate abstract principles in action, and appeal to emotions. However, telling stories well is often easier than finding good stories. Almost all of the books, articles, websites, and storytelling conventions on storytelling are about how to craft and…

Six places to find local caregiver support

Here are some community resources where help might be found in your neighbourhood. There may be more caregiver support than you imagined

Six places to find local caregiver supportNatural caregiving at home can be isolating. Alone with your loved one, it’s easy to lose connection to the neighbourhood and the supports in it. Here are some community resources where help might be found: Schools Elementary schools may have a volunteer program for reading to children. Participating as a reader can provide a valuable…
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